In organizations with more significant size service desks, a dedicated Service Desk Supervisor or Manager will manage the desk day-to-day operations, coaching team members in understanding how to address various types of questions from users who are experiencing difficulties.
Their primary responsibility is customer service and fostering a customer focused approach within the team, Service desk managers are responsible for staffing the service desk, for developing skills and for motivating team members to deliver high quality and consistent support services. They will be knowledgeable about service desk tools and software, and committed to delivering service improvement.
Depending on the organization, the service desk manager may wear other hats, for example, acting as incident manager with responsibility for ensuring there is a clearly defined process in place for handling customer incidents.
Where the service desk has an external facing role, the Service Desk Manager may also need specific skills in client services management.
Typical Tasks
- Manage daily operation of the service desk
- Monitor response times and user satisfaction levels
- Issue technical bulletins to inform customers of problems and instruct them in taking necessary action
- Consult with experts to ensure integrated actions plans
- Monitor issue resolution and liaise with stakeholders
- Improve techniques and practices for managing client queries, troubleshooting and problem resolution and prioritization.
Potential Next Steps
Service Level Manager, IT Project Manager, IT Change Manager, IT Operations Manager.
How to get there
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